Under minimal supervision, provides leadership and facilitation of programs, services, and projects that support the VUMC Service Pillar work and the Chief Patient Experience & Service Officer. In collaboration with clinical and administrative leadership, facilitate organization-wide initiatives that foster and enhance a culture of patient and family centered clinical service excellence. Responsible for all aspects of planning, design/development, implementation, and evaluation for complex large projects or multiple smaller projects. Interfaces regularly with faculty, senior leaders, managers, staff, patients, and family members. Leads organization-wide subcommittees, task forces, work groups, and project teams and serves as a single point of contact for those work efforts.
Project Management and Leadership
With minimal direction, serve as leader and/or primary staff for institutional and divisional committees, cross-functional project teams, or multi-disciplinary work groups to achieve defined goals and objectives. Significant focus on VUH HCAHPS performance.
Develop project plans, goals and objectives in collaboration with senior leadership (define charter for work, key milestones, timelines, deliverables, and resource requirements).
Benchmark with external organizations and review research for best practices.
Provide leadership in the execution of day-to-day project activities including development of work plans, setting priorities, facilitating meetings, monitoring progress against established timelines, and ensuring meeting records and other documentation is complete and up-to-date.
Proactively manage changes in project scope, identify potential barriers, and devise contingency plans.
Provide regular status reports to leadership.
Maintain appropriate timelines for project completion.
Create metrics and standards for measurement of operational effectiveness and improvements.
Provide training for medical center staff, managers, and faculty on access, interpretation, and use of the survey data and system.
Team Building, Communication and Change Management
Actively participate in medical staff and administrative committees and work groups.
Readily volunteer to assist organizational leaders and teams as needed.
Promote constructive formal and informal information sharing and interdisciplinary collaboration.
Solicit and secure input and participation of all key stakeholders in projects and work groups.
Ensure four-way communication across key stakeholder and constituency groups and departments to maximize information sharing around progress, needs, inter-dependencies and recommendations.
Anticipate and communicate the impact of change to the rest of the organization, as needed.
Coordinate training of staff, as needed, to support change.
Recognize and celebrate accomplishments and improvements.
Translate and communicate learnings to leadership.
Develop and deliver communication presentations across multiple, varied venues and groups.
Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
Develop vision for the end product as programs/services move through the design continuum-beginning with abstract or unconnected information and ideas, to foundational ideas/product, to more concrete product, to end product.
Identify barriers and recommend and facilitate initiation of solutions or improvement efforts.
Identify ways to assess and positively alter the culture and mindset related to the patient experience. Implement change for positive service outcomes.
Research regulatory and compliance issues that impact the work of the division.
Network and benchmark with other organizations to identify best in class service solutions.
Use data to measure and demonstrate gaps and subsequent improvement in processes, systems, and outcomes.
Actively identify and seek out professional development opportunities through organization memberships, networking, conferences, and self-study.
Stay abreast of regulatory and compliance issues that impact the work of the division.
Seek out opportunities to better understand Vanderbilt organization, mission, values, goals, and priorities.
Develop and nurture relationships with colleagues pertaining to the patient experience and service focus initiatives.
Maintain skills to support project management, communication, presentation, and electronic tools.
Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. Our reputation for excellence in these areas has made us a major center for patient referrals from throughout the Mid-South. Each year, people throughout Tennessee and the Southeast choose Vanderbilt University Medical Center for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.The mission of Vanderbilt University Medical Center is to advance health and wellness through preeminent programs in patient care, education, and research.